AI Select

AI Select fields use AI to analyze open-ended text—like emails, support tickets, or chat messages—and automatically determine the correct agent. Unlike Multi-Select where you specify exact values to match, AI Select lets you describe how to classify each option using natural language instructions. This opens up flexible routing possibilities: if you can describe when an option should be selected, AI Select can route it.

When integrating, simply pass the raw content directly—ticket descriptions, contact form messages, email bodies—without any preprocessing or transformation.

Creating an AI Select Field

1. Navigate to the Fields tab in your group
2. Click Add a New Field

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3. Select AI Select as the field type
4. Enter a Display Label (e.g., “Language”, “Issue Type”, “Intent”)
5. Add context in the Field Configuration to guide the AI’s classification
6. Add options with AI Instructions describing when each option should be selected
7. Click Save

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How It Works When Adding Agents

When you add an agent to the group, the AI Select field appears as checkboxes. Select the options that each agent should handle.

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Use Cases

Support Ticket Routing

Automatically categorize incoming support tickets by issue type. Create options like “Technical Issue”, “Billing Question”, “Password Reset”, and “Feature Request” with AI instructions describing each category. The AI analyzes ticket content and routes to agents with matching expertise.

Lead Routing by Intent

Identify prospect needs from their messages. Create options like “Enterprise Solution”, “Small Team”, “Technical Evaluation”, and “Pricing Inquiry” to route leads to the appropriate sales team based on their intent.

Language-Based Routing

Route inquiries based on the language of the content. Create options like “Spanish” and “English” with instructions such as “If provided content is primarily in Spanish” to automatically direct customers to agents who speak their language.

Priority-Based Routing

Detect urgency and sentiment in messages. Create options like “Urgent”, “Standard”, and “Escalation” with AI instructions that identify frustrated customers or time-sensitive issues for priority handling.

Example Usage

For complete walkthroughs using AI Select fields, see:

• Route Contact Form by Language & Department - Uses two AI Select fields to detect language and classify department from form submissions
• Specialty-Based Task Assignment - Uses AI Select to classify ClickUp tasks by specialty (SEO, Paid Media, Web Development, Content Marketing)

Using with Integrations

Once configured, AI Select fields work with Zapier and other integrations. When a routing request includes unstructured text, the AI classifies the content and EnforcedFlow finds an agent who handles that classification.